This policy covers PetMemoir digital artwork, including a Portrait Digital Portrait, a Blanket Digital Image, and the clean final artwork included with an eligible physical bundle.
Last updated: August 30, 2026
1. What you receive
A digital purchase provides the clean final artwork file described in the product listing and order. It does not include a physical product unless the order is a bundle that expressly includes one. File format, dimensions, and intended uses are controlled by the current product description.
2. When access becomes available
Access is provided after successful payment and after the custom artwork is completed and released for the order. If the purchase includes a preview or approval step, release may depend on approval. Digital delivery and physical fulfillment are separate, so a physical Portrait or Blanket may still be in production or transit when its artwork is available.
3. How delivery works
Where supported for the order, use the download action shown in Shopify’s Thank You page, Order Status page, or Customer Account. Each request creates fresh private access to the verified final artwork for the paid order. For security, do not share a private order or download link publicly. A digital-only product does not receive carrier tracking.
4. Save a backup
You may request another download while the paid order’s final artwork and digital entitlement remain available. Download the file and keep a secure personal backup: PetMemoir order access is not a permanent cloud-storage service, and no lifetime hosting period is promised. If a verified order link no longer works, contact Download help so available access or recovery options can be reviewed.
5. If access fails
Return to the original order message or customer account and try again in a current browser. If the link is missing, expired, inaccessible, or the file is corrupt or wrong, use Contact Us and choose Download help. Include the order number and describe the issue, but do not attach payment credentials or post the private link publicly.
6. PetMemoir delivery problems
If a technical failure prevents delivery of a purchased file, PetMemoir will investigate and, when the order is verified, restore access or provide the correct file. If PetMemoir cannot supply the purchased digital product, it will provide the remedy required by applicable law, which may include a refund for the affected digital component.
7. Refunds and changes
Because digital artwork is personalized, it is generally final once the high-resolution file has been successfully made available. This does not apply when PetMemoir cannot technically deliver it, the file is corrupt or unusable and cannot be repaired or re-delivered, the wrong artwork was supplied because of a PetMemoir or system error, or applicable law requires another remedy. Repair or re-delivery is normally attempted before a refund. A customer-supplied wrong photo, spelling, selection, or change of mind after work begins does not automatically qualify for a free regeneration or refund. See the Refund Policy.
8. Use of the artwork
Your original photo remains yours. Your purchase includes a personal, non-commercial license for personal storage, personal printing, display at home, personal gifts, and ordinary personal sharing. It does not automatically include resale, merchandise resale, commercial advertising, commercial licensing, trademark use, or sublicensing. See the Terms of Service.
9. Deletion requests
A privacy deletion request may remove order assets or identifiers needed to authenticate later access. If you request deletion, save the delivered file first; PetMemoir may be unable to restore it afterward.